Dream.Bet Casino - Player's withdrawal is being opposed due to unfinished rollover conditions.

This website doesn’t allow me to withdrawal my money. They reject my withdrawal.

Everytime I speak with someone in the chat they tell me I need to finish a rollover (and it is in the term and conditions when everybody sign up, without that you know, unless you read everything) The funny act is: everytime I ask about my rollover they give me different number… someone says, I’m still missing 23,720 € , someone says 7,375€. That’s really ridicolus.

But is not over yet! Because I read the terms and conditions and it’s written also " if I don’t reach the rollover, the Dreambet bet reserve the right to reject or charge the withdrawal request with up to an 8 % additional fee".

I told to them, is fine I want to pay the fee, I don’t have problem…but the answer was: "Dreambet reserve the right, so we decide what to do".

so it’s like I need to be chosen.

i already lost so much money on this website, and for the first time I would like to withdrawal some money, but they denied to me.

They can charge me the fee of 8%, no problem, but they don’t want.

So how can I get my withdrawal? I can pay the fee as is written on the terms and conditions, but they don’t let me allow it. 

Dear therobert94,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Dream.bet Casino. I have checked the terms and conditions, and this is what I found: 

7.3.12 Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk). In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, Dream.bet reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee. 

It is not unusual for a casino to have this rule as an anti-money laundering measure. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money.

Could you please advise how much money you deposited into your account?

Have you tried contacting customer support via email to inquire about the possibility of an 8% fee?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Viktoria,

thank you for your fast answer.

About the deposit I think is around 8,000 € since I open the account (more than 1 week).

But if I deposit a certain amount and I lose the money I shouldn’t have any rollover anymore. In every deposit should be an own rollover, and not a total or from the money I already lost, isn’t? My last 3 deposit is around 1.5K so the rollover shouldn’t be that high how they said. And I think I almost reached the rollover or I’m not that far how someone from the chat said.

But the problem I can’t find anywhere a section where I can see my progress in the rollover, so I can’t checks and they can tell me whatever they want. They told me the calculate the rollover in chat, and as I told you, and everybody give me different number.

By email I didn’t contact them, I always did by chat and they told me the Dreambet team "reserve the right to apply the 8% fee".

Yes I have passed all my KYC verification.

what I should do it?

Before we move forward with your case, please send me all the communication between you and the casino that is relevant to this complaint. My email address is veronika.l@casino.guru. Thank you.

Dear therobert94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.